Loop · 1 month ago
Forward Deployed Architect - Support
Chicago, IL
Full-time
Onsite
Mid, Senior Level
$130K/yr - $150K/yrLoop is on a mission to unlock profits trapped in the supply chain and lower costs for consumers. The role involves providing technical support for deployed integration solutions, ensuring system uptime, and collaborating with product and engineering teams to enhance client feedback and support processes.
Financial ServicesFinTechInformation TechnologyLogisticsPaymentsSaaS
Responsibilities
Own post-go-live technical support for all deployed integrations, ensuring system uptime, data integrity, and seamless operation between Loop and client systems (TMS, ERP, BI, etc.)
Triage, diagnose, and resolve integration incidents and service requests —acting as the technical escalation point for complex issues reported by clients or internal teams
Monitor integration health using observability tools and dashboards; proactively identify and address performance bottlenecks, data syncing issues, or integration failures
Lead root cause analysis for major incidents; document findings, recommend preventive measures, and implement fixes to reduce recurrence
Develop and maintain runbooks, knowledge base articles, and support documentation to empower Tier 1/Tier 2 teams and improve resolution efficiency
Collaborate with Product and Engineering teams to communicate recurring issues, gaps, or enhancement requests—ensuring client feedback directly informs the product roadmap
Deliver targeted training and enablement for client teams and internal support staff on integration best practices, troubleshooting, and system usage
Manage the technical aspects of minor enhancements and patches post-launch, coordinating testing and release with minimal disruption to client operations
Participate in cross-functional incident management processes; lead technical bridge calls during critical outages and ensure transparent, timely client communication
Track and report key support metrics (e.g., MTTR, incident volume, client satisfaction); use data to identify trends and drive continuous improvement in support delivery
Maintain a strong understanding of industry standards and emerging technologies in logistics, ERP, and integration platforms to recommend relevant upgrades or innovations
Qualification
Required
Hands-on experience with cloud-based integration development (Python, JavaScript) and modern DevOps practices
Deep familiarity AWS, AZURE, GCP, and Integration platforms
Proven ability to troubleshoot complex integration issues across APIs, flat files, and EDI
Strong organizational skills to manage multiple concurrent support cases and prioritize based on business impact
Excellent communication to liaise between technical teams, clients, and business stakeholders
Proactive, customer-focused mindset with a commitment to operational excellence and continuous improvement
Benefits
Premium Medical, Dental, and Vision Insurance plans, premiums covered 100% for you
401k plan, FSA, Commuter benefits
Unlimited PTO
Generous professional development budget to feed your curiosity
Physical and Mental fitness subsidies for yoga, meditation, gym, or ski membership
Company
Loop
Loop is a logistics payments platform simplifying data ingestion and document capture.
Founded in 2021
201-500 employees
H1B Sponsorship
Loop has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
Funding
Current Stage
Growth StageTotal Funding
$65MKey Investors
Founders Fund
2023-10-03Series B· $35M
2022-11-03Series A· $24M
2021-09-01Seed
Leadership Team
Matt McKinney
Co-Founder & CEO
Recent News
Index Ventures
2025-12-29
Atacama Ventures
2023-11-07
2023-10-05
Company data provided by crunchbase